Patrick Igbong
@patrickigbong
Customer Support Specialist and Team Lead focused on empathetic, fast technical resolution across chat, email, phone, and social.
ZimbabweWhat I'm looking for
I’m a Customer Support Specialist with 3+ years of experience delivering empathetic, solutions-focused service across chat, email, phone, and social media channels. I’m known for clear communication, fast resolution, and keeping customers informed and confident throughout high-volume support queues.
Most recently, I supervised a team of 3–5 support staff at a US-based healthcare company, serving 20–50 staff daily across patient-facing platforms. I acted as the primary support contact in a fully remote, cross-timezone environment, translating complex technical problems into plain, accessible language for clinical staff.
I’ve built strong support operations using Zendesk, Freshdesk, HubSpot, and Microsoft 365, while also handling escalations, SLA tracking, onboarding, and training delivery. I maintained service continuity for platform availability across DrChrono, NextPatient, and Holly AI—minimizing clinical downtime and staff disruption.
Before that, I served as an IT Customer Support Associate, resolving internal support issues same day and coordinating vendor hardware/software procurement to keep teams running smoothly. I also contributed to a Zendesk Customer Support Automation Project that reduced manual triage time by 40% through ticket automation, auto-categorization, and improved first-response performance.
Experience
Work history, roles, and key accomplishments
IT Customer Support Team Lead
Conscientia Health
May 2025 - Present (11 months)
Served as primary support contact for 20–50 clinical and administrative staff daily, resolving queries with speed and clarity across multiple patient-facing platforms. Led a team of 3–5 support staff and delivered onboarding/training for new hires across Microsoft 365, DrChrono, NextPatient, and Holly AI to reduce ramp-up time and early support requests.
IT Customer Support Associate
Anatoth Investment
Dec 2024 - Mar 2025 (3 months)
Resolved internal technical support issues same day (often within hours), minimizing downtime for non-technical staff. Coordinated with vendors for hardware/software procurement and maintained endpoint security and system health through clear, plain-language updates.
Customer Support Chat Specialist
PTL Consult
May 2024 - Dec 2024 (7 months)
Handled up to 20 client inquiries per day via live chat, email, and phone, delivering accurate and timely responses that maintained client trust. Guided clients through project portals step by step, followed up on open issues to reduce repeat contacts, and escalated complex problems as the client advocate.
Virtual Service Desk Intern
Datacom
Jan 2024 - Present (2 years 3 months)
Completed virtual service desk simulations managing ticket workloads under time pressure while communicating professionally with end users. Practiced SLA management and escalation in realistic helpdesk scenarios to strengthen technical and customer support communication.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Applied Chemistry
Earned a B.Sc. in Applied Chemistry at the University of Calabar.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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